Seeing all support requests for your Organization

Organization visibility allows all users within an organization to view all support tickets associated with that organization.

How ticket visibility works

By default, users can see:

• Tickets where they are the requester
• Tickets where they have been CC'd

Organization visibility provides a broader level of access. When enabled, every user in the organization can view all support tickets for that organization, across all projects.

Important: Organization-wide access

Enabling Organization visibility means that tickets are no longer restricted to the individual users who created or were CC'd on them.

For example, if an organization has users working across several projects, a user working on Project A will also be able to view support tickets relating to Projects B, C, and D.

Why isn't Organization visibility enabled by default?

Following changes to our data model, we cannot safely enable Organization visibility for all organizations by default.

Many organizations contain users who work on different projects or areas of the business, and those users may not be intended to have access to every support ticket created by their organization.

For this reason, Organization visibility is enabled only when the organization has confirmed that all users within the organization should be able to access all of its support tickets.

Partners and agencies

Organization visibility cannot be enabled for Partners and Agencies.

Partners and agencies may have multiple end-customer clients within the same organization. If Organization visibility were enabled, users from one client could potentially see support tickets belonging to another client.

To protect the confidentiality of customer support information, Organization visibility is therefore not available for these organization types.

When is Organization visibility appropriate?

Organization visibility may be appropriate when:

• All users in the organization belong to the same company or customer.
• Users within the organization are expected to collaborate on support requests.
• There is no requirement to restrict tickets between different projects, teams, or groups of users.
• The organization is not acting as a reseller, partner, or agency with multiple end customers.

If users should only have access to tickets they are directly involved in, Organization visibility should remain disabled.

How to request Organization visibility

The Organization Owner can request Organization visibility by opening a support ticket and asking for it to be enabled.

Before enabling the setting, we will confirm that the organization meets the requirements above and that the organization understands that all users will be able to view all support tickets for all projects within the organization.